Service Designer

Candidate Profile

In this role, you will take ownership of designing and improving end-to-end public services that balance user needs, business goals, and technology capabilities. Working collaboratively with researchers, product managers, and engineers, you’ll turn insights into actionable service improvements, ensuring every journey is intuitive, inclusive, and effective. You’ll play a leading part in shaping service design practices within CGI — modelling best practice, mentoring colleagues, and helping define how design adds measurable value to digital transformation programmes.

• Lead & Innovate:
  Drive service design for complex journeys, ensuring decisions are grounded in user research and business objectives.
• Design & Deliver:
  Create clear as-is and to-be service blueprints, user journeys, and system maps to identify opportunities and pain points.
• Collaborate & Influence:
  Facilitate co-design workshops, engage stakeholders, and communicate concepts through compelling visuals and storytelling.
• Mentor & Grow:
  Support and develop junior designers, embedding high standards and consistency across design projects.
• Measure & Improve:
  Define outcome metrics, track results, and evolve service designs based on evidence and user feedback.

To succeed in this role, you should bring strong service design experience in complex digital environments, ideally with public sector or GDS projects. You’ll combine strategic thinking with hands‑on design delivery, backed by excellent collaboration and communication skills.

• Proven experience designing end-to-end digital or omni-channel services.
• Strong knowledge of GDS principles and experience delivering to GDS standards.
• Expertise in service blueprints, user journeys, and ecosystem mapping.
• Confident in research-informed design and collaborative, agile delivery.
• Excellent stakeholder facilitation and visual communication skills.
• Experience mentoring or supporting design capability within teams.
• Proficiency with Miro/Mural, Figma, and Office 365.

• Background in public sector, NHS, or other regulated environments.
• Understanding of data-driven experimentation and behavioural analytics.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position and you will be expected to go to CGI offices/client site 2-3 days a week.